Starbucks Case Discussion Questions 1. What factors accounted for the success of Starbucks in the early 1990s? What was so compelling about the Starbucks value proposition?-High quality coffee-Customer intimacy (part of the Starbucks “family”)-Comfortable lounging and hang out atmosphere -Experience managers (for customer service) 2. How does the Starbucks of 2002 compare to the Starbucks of 1992? The Starbucks in 1992 used to be small and able to serve, have small talks and be personable with their customers. The barista can make up drinks; create different flavors depending on the customers. The Starbucks of 2002, there are many people that come at once and the workers have less time to interact with the customers. They gave up their “homey” feel to be able to serve customers in a timely manner. 3. Why have Starbucks’ customer service scores declined? Do you think its service has actually declined? Why or why not? Starbucks’ customer service scores have declined because there are less interaction

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